Frequently Asked Questions
Under the current circumstances of COVID-19 we are still working hard at processing and shipping all orders however, some shipping delays should be expected. If you desire a faster shipping time we recommend choosing the express shipping option at checkout. We are taking all the recommended precautions during this time and hope everyone is staying safe.
Within Australia
Domestic deliveries made in Australia for Lorna Murray Apparel Hats will incur a flat fee of $15 for standard shipping or $20 for express shipping.
Deliveries made within Australia will be processed within 2 – 5 business days.
For all deliveries within Australia, we use Australia Post’s service with tracking.
International
Deliveries made outside of Australia for Lorna Murray Apparel Hats will incur a flat fee of $40 AUD for the first item.
For orders of two or more items, shipping costs will be determined at checkout based on the weight of the parcel and the delivery postcode.
At this time, all international order will be dispatched via DHL express, instead of our usual carrier Australia Post, to ensure they arrive in a timely manner. Shipping usually takes approximately 7-9 working days.
Please note, some regions will incur a rural surcharge fee from DHL. We will notify customers that this applies to.
Shipping internationally may incur customs and import taxes. Lorna Murray Apparel does not take responsibility for any customs or import taxes that occur when the parcel reaches its destination country. Unfortunately, we have no control over these charges, and fees may vary from country to country. International customers are responsible for any additional charges they may incur. For additional information, we recommend contacting your local customs office before placing an order.
Cancellations
Orders cannot be cancelled once items have been processed and dispatched through our postal and freight system. Please see the returns and exchanges policies below if you need to change or return your order.
Returns
To return your order, please follow the below steps:
1. You must contact us at lorna@lornamurray.com.au to receive our Online Returns Form.
2. Fill out the Online Returns Form.
3. Repackage your item/s in the original packagaing and enclose the Online Returns Form.
4. Post the parcel back to us. Please request a proof of postage receipt at the post office.
Return Address
Lorna Murray Apparel
PO Box 920
Leichhardt
NSW 2040
Refund Conditions
There is no refund offered on sale items.
Returns can be made on all full-priced purchases up to 14 days after receipt of goods.
Once the return is received your account will be credited minus the postage fee.
All goods must be returned at the expense of the purchaser.
All goods returned are the responsibility of the purchaser until they reach the return address below.
All goods returned must be communicated via email to lorna@lornamurray.com.au
Returned goods must be received in their original condition. They must not have been worn, damaged, washed, dry cleaned or altered.
Returned goods must have swing tags still attached and be returned in original packaging.
In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
It is recommended that the purchaser sends returns via registered or express post to ensure safe delivery.
Lorna Murray Apparel does not take responsibility for any loss of items being returned.
The return parcel must have the purchaser’s name enclosed and web shop order number.
We recommend you insure the parcel for the value of the good/s you are returning and to also retain your proof of posting.
Exchange Conditions
There is no exchange offered on sale items.
Exchanges can be offered when the goods are being swapped for a different size or colour. The style and price must be the same.
The exchange must be made within 14 days after receipt of goods and postage both ways is the responsibility of the purchaser.
Once the return is received the new goods will be posted to the purchaser.
All goods being exchanged are the responsibility of the purchaser until they reach the return address below.
All goods returned must be communicated via email to lorna@lornamurray.com.au
Returned goods must be received in their original condition. They must not have been worn, damaged, washed, dry cleaned or altered.
Returned items must have swing tags attached and be returned in original packaging.
We do not refund original shipping charges.
In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
It is recommended that the purchaser sends returns via registered or express post to ensure safe delivery. Lorna Murray Apparel does not take responsibility for any loss of items being returned.
The return parcel must have the purchaser’s name enclosed and web shop order number.
We recommend you insure the parcel for the value of the good/s you are returning and to also retain your proof of posting.
All fibre hats, bags & products by Lorna Murray Apparel have been carefully handcrafted by artisans from all-natural fibres. By handling items carefully you will extend the lifetime of your artisan pieces.
Any potential irregularities in the fibre, weave & colour are characteristic of the handmade process.
Colours may soften & fibres may become more fragile over time. When not being worn, rest your hat upside down on the crown or lay folded in half and flat.
Over time tugging or pulling on the brim too firmly can cause ripping or tearing. Do not squeeze the fibres of your hat in your hands.
If wet, dry away from direct sunlight.
A soft brush can be used to remove dust.
Your fibre hat, bag or product can be sponged lightly with a damp cloth. Fibre items can be cleaned using a mild soap solution; combine a tablespoon of mild washing powder with cold water. Pat gently with a cloth then rinse.
To extend the life of your handmade item, avoid leaving folded for extended periods of time & please store carefully. Do not use chemical cleaners.
Always handle with care.
